4 Sure Steps to Calm Down an Irate Customer

What do we normally do when we hear from an irate customer? The first reaction is to justify our position. No matter how much we say that “we understand your concern”, what we really do, is save ourselves. Look back at the last time you dealt with an unhappy client. What you did, and what was the reaction.

Now think how could you act differently next time? What could make it better for both you and the client?

Here are the 4 Sure Steps to Calm Down an Irate Customer:

1. Listen: Actively listen to the customer. Don’t get stuck in preparing your response that you don’t even listen to the client. Listen to their concern. Why are they saying this? What’s the actual problem they are facing? Repeat what the client says in your head. Paraphrase the main points back to him. Such that he knows that you understood the problem.
2. Take Responsibility: Take responsibility for the problem. Customer is always right, whether he is right or wrong! Take responsibility of the problem on behalf of your organization. Don’t blame it on any colleague or third party. You are the person who has the power to do something about the situation – whether you feel like it or not. So take full responsibility for the problem. Apologize.
3. Get Into Action: Ask questions to the client that force him to think. Figure out what will the solution to the problem and what’s the next action. Don’t just sit after listening to the client, take action to solve the problem.
4. Communicate: Keep the client in the loop. Communicate back your solution, the status updates on that. Keep talking till the solution is reached. Don’t leave it lose.

Image courtesy GetEntrepreneurial.